Your Responsibilities / Activities:
• Within the Infor managed services team act as a single point of contact between Infor managed services and client, on a day-to-day basis.
• Act as a focal point for reporting Incidents and making service requests. Act as a second level resolution point.
• Administer reporting tools for the AMS team. Review service metrics and identify the success of services being utilized to recommend and coordinate changes.
• Report fluctuations in the SLA levels to Leadership, Analyze and review actual service performance against SLAs and OLAs
• Maintain day to day responsibility for the ownership and resolution of Service Management issues which arise in connection with AMS offerings
• Keep client informed of service events, actions and opportunities that are likely to impact their ability to pursue their day-to-day activities.
• Able to operate effectively and with minimal supervision in managing any of the key ITIL processes; Incident Management, Change Management, Problem Management etc.
• Able to view client system environment holistically to proactively identify and resolve issues before they are able to impact end user operation or SLAs
Your education, experience & skills which makes You The One:
• Education or work related experience that prepares team member for client facing consulting work.
• Strong analytical skills and specific or vertical knowledge
• Excellent time management, communication (oral and written), presentation, and organizational skills
• Strong working knowledge of office-related automation tools: PC, word processing, spreadsheet, etc.
• ITIL foundation v2 or v3
• 4 years, or equivalent knowledge/experience of concepts and principles of application, systems and technical expertise area(s), preferably within Infor’s targeted industries
• Technical programming languages experience and environment: Visual C# (MS), Java, RPG, IBM OS, SQL.
• Languages: Polish, excellent English and a fluent 3rd EMEA language: Dutch, French, German, Spanish
